2001, Analytics and Customer effort - Customer Contact Central

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2001

Analytics

Customer effort

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

Focus on customer effort. You can ask, “How much effort did you exert to solve your issue during your call on January 12?” The more effort a customer expends on resolving their issue, the more negative the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Surveys

Surveys Banking Accountability Consulting

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Listen to your customers!

Airlines

Airlines Customer effort Accountability Consulting

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

American Airlines Creating Wi-Fi Friction

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